Categoria: Customer Experience

5 passi per migliorare la Customer Retention

su da Gian Carlo Mocciin Customer Experience, Marketing, LoyaltyLascia un commento

 AICEX: La Customer Retention è un altro argomento sulla bocca di tutti: come facciamo a migliorarla?

Customer retention is undervalued. I’m not the first person to say this, and I certainly won’t be the last, but sadly many businesses aren’t taking heed.

According to the book ‘Marketing Metrics’:

“the probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%”

which would go some way to explaining why it costs 6 times more to attract a new customer, than it does to retain an existing one (Bains & Co).

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Cosa ho imparato dalla biografia di Jonathan Ive, la “mente” dei prodotti Apple

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Digital, Design, UXLascia un commento

AICEX: Se Apple è quella che è molto lo si deve anche a lui.

SOURCE: http://bradgoods.com/2014/08/28/what-i-learnt-from-reading-the-jony-ive-bio/

What I learnt from reading the Jony Ive Bio

I just finished a great biography by Leander Kahney on Jonathan Ive the brilliant mind behind the product design of groundbreaking apple products like the iMac, iPhone, iPod and iPad.

It’s an excellent view into both the way Jony Ive thinks about design, and user experience, and how Apple adopted his methods, and built a team culture and leadership art centered around it.

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Sicuri di sapere cosa è la Business Transformation?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

question marks

AICEX: Si fa presto a dire Business Transformation.

The term “Business Transformation” is popping up everywhere—from websites to business journals and marketing collateral. According to recent research, 49% of enterprise BPO clients are shifting toward a two-pronged requirement of both operational and transformational service needs. It’s a simple fact: all companies today are under tremendous pressure to reduce costs while also increasing customer satisfaction. And that’s a fine balance—one that calls for real change in business processes and technology capability. This level of business process change calls for an experienced partner with specific competencies.

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Passeggeri trattati come bagagli?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Customer NeuroscienceLascia un commento

AICEX: interessante punto di vista – 

If, when you fly, you have the feeling that you are being treated like cargo, you’re wrong.

The cargo is treated like cargo—and cargo is nice to airlines. Cargo doesn’t quibble about crowded conditions or expect special treatment. Cargo doesn’t get rowdy and problematic in-flight. Cargo doesn’t require cabin crew to cater to its needs. Most importantly, cargo pays well.

It represents between 15%-20% of the average airline’s earnings. Though that may not seem a lot, once a flight covers its costs with passenger capacity, any income from cargo goes to profits. Unlike more fare-sensitive passengers, cargo customers will pay a premium for the expedited and flexible point-to-point service afforded by an airline’s network.

Several factors affect just how much cargo an airline can fit on board: the type of aircraft, that aircraft’s tonnage capacity and available hold space, the weight of the fuel required for the flihgt and the space taken up by extra fuel storage, the weight of the mail the airline is committed to carry, and our luggage. Airlines ensure there’s weight capacity available for that profitable cargo by reducing the constant: the fixed weight load the aircraft with all its components and by managing luggage allowances.

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